{"id":41431,"date":"2026-05-26T11:32:58","date_gmt":"2026-05-26T03:32:58","guid":{"rendered":"https:\/\/www.sg.cntaiping.com\/en\/?post_type=career&p=41431"},"modified":"2026-05-26T11:36:12","modified_gmt":"2026-05-26T03:36:12","slug":"head-of-customer-service-life-insurance-operations","status":"publish","type":"career","link":"https:\/\/www.sg.cntaiping.com\/en\/career\/head-of-customer-service-life-insurance-operations\/","title":{"rendered":"Head of Customer Service, Life Insurance Operations"},"content":{"rendered":"

Job Responsibilities<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Lead and manage the team in delivering timely, professional and high-quality support to policyholders, business partners and internal stakeholders.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Oversee the BAU handling of customer enquiries, complaints, requests and escalations across multiple customer touchpoints.\u00a0 Serve as the escalation point for complex or sensitive customer cases.\u00a0\u00a0\u00a0 Ensure customer issues are handled in accordance with the FAIR dealing guidelines.\u00a0 To prepare and attend hearings at FIDREC where applicable, if complaints are escalated to FIDREC.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Oversee end-to-end policy servicing and administrative operations to ensure accurate and timely processing of post-sale policy requests within agreed turnaround time.\u00a0 Implement controls to minimize operational risks and processing errors.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure the proper identification and implementation of appropriate operational metrics used in monitoring, measuring performance, efficiency and effectiveness in the customer service and policy service functions.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Support audit, compliance review and risk management activities.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Establish guidelines, forms and procedures and ensure proper documentation and record management in line with company and regulatory standards.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Active involvement in customer engagement projects, new product launches (user requirements), system enhancements and UAT testing.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Support strategic initiatives and departmental projects as assigned.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide regular management updates (operational reports, service performance dashboards) to Head of Life Insurance Operations.\u00a0 Work closely with Head of Life Insurance Operations to evaluate service requirements including service level agreement criteria and internal metrics for availability, performance and other service attributes.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintain strong working relationships with internal and external stakeholders.\u00a0 Works closely with internal stakeholders (underwriting, claims, finance, risk management and compliance, IT and distribution) to ensure seamless service delivery across the policy cycle.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Any other project\/work assigned by the Head of Life Insurance Operations.<\/p>\n

\u00a0<\/strong><\/p>\n

Requirements:<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Degree holder in any discipline.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Minimum 8 years of relevant experience in life insurance operations with at least 3 years of supervisory experience in life insurance operations (Call Centre experience will be an added advantage).\u00a0<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong knowledge of life insurance products, underwriting concepts, policy servicing and operational workflows.\u00a0 Insurance qualifications such as M5, M9, Certificate in Health Insurance and LOMA will be added advantage.\u00a0<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Familiar with insurance regulatory and compliance requirements.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong leadership qualities and experienced in staff motivation, mentoring and training.\u00a0<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customer centric with excellent interpersonal and communication skills.\u00a0<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Highly adaptable, positive and resilient in a fast-paced challenging environment.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Proficient in MS Office and insurance administration systems.<\/p>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","_links_to":"","_links_to_target":""},"class_list":["post-41431","career","type-career","status-publish","hentry","entry"],"acf":[],"yoast_head":"\nHead of Customer Service, Life Insurance Operations - 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